FaceGym Avis 143

Excellent customer support

Impossible to speak to someone when you call the studios. I've been trying over a week now, no one answers the phones. They are not getting back to my emails either. Horrific customer support

Madeline was incredibly helpful and responsive and helped straighten out a miscom regarding my membership which I thought I had cancelled and as it turns out, had not. Very grateful for her ongoing help, problem solving attitude, generosity (in waving a fee) and bright, positive correspondence throughout.

Thanks so much for everything and I look forward to visiting Facegym again very soon.

Till then!

Lily

Interensting that a lot of the negagtives are for the same reason as me. I loved the actual treatments and Almaz at Notting Hill is phenomenal. Having had an error where a booking over the phone at Kings Cross was booked incorrectly I understood accidents happend and although I didn't get the treatment I had booked due to their error I am a gracious person and let it go. However my business partner and I have a membership and we always end up needing to pay more each month. So when she booked a treatment on the 8th understanding it was as the last day of one month cycle only to discover later that they counted that as the first day of the new cycle and disallowing it to be credit to the previous month I just didn't want to give my money to a company like that. I had written and explained that this was a misunderstanding that she had been paying for months and so could they as a one off for her have it count as she understood it for the previous cycle. Very short sighted of them to say no as we spend a lot between the two of us each month. However when i have shown and extended grace I refuse to pay a company that cannot do the same to loyal customers. Despite thinking Almaz is amazing I will be taking my business where it will be valued.

Great experience, friendly staff and a nice atmosphere.

As a member I booked a workout on a specific day for a specific event. It was cancelled by them less than 2 hours before my appointment due to one of their staff being sick that day. It was not possible to move to another day at their request due to my commitments. They offered me a 'complimentary' workout which of course isn't complimentary as I pay for it in my membership! I've left messages for the shop manager to call me and emailed customer service but to no avail. I have asked which trade body they are affiliated to but no answer.
I have been a customer since they started however I shall never use their products or services again.

The membership feels like a scam. Hard to get appointments on weekends, yet they don’t allow you to roll the credits if no slots are available. So you end up paying for something you can’t use. Absolutely appalling customer service, with no phone number and long wait times for email reposes. I tried to explain the situation and they just kept sending me the link for the T&Cs. They also wanted to enforce a 15 day cancellation notice period from the date of their reply (rolling me to a new payment month), which felt like a trap. I suggest staying well clear of the membership which feels like a money grabbing scam, and don’t allow them to keep your records on file as it’s impossible to delete.

Do not buy this product if you expect it to last more than a year. I bought my Facegym device about 18 months ago. After about 15 months of using it regularly the probes started to wear. They turned a rusty colour which then wore off to reveal white plastic. When I contacted Facegym I was advised to stop using as it isn’t safe. Also, that they were unable to assist with a replacement or repair. I am astounded that a device costing £600 plus has no after care service. It’s not worth the money.

Amazing treatment from Alex in StJohns Wood studio, also the customer service was just excellent. My gift card expired almost a year ago, but after sending an email to the support they granted me another month and a half to use it. Very friendly and customer centric. Thank you guys

I was given a voucher by my daughter - I had a very difficult year in 2023 and checked to see how long the voucher lasted. My daughter made her own card to me with the voucher number on it. I rang the Coal Drops Yard store and was told by a member of staff that the voucher was indefinite. I then tried to book the facial and was told that the voucher had expired. I would have used the voucher earlier if I had not checked and been told it was indefinite. The response I have had from the Company has not been great, especially as it is basically a fault of one of their incompetent staff. It is their fault I was given the wrong information but they will not acknowledge this.

I am absolutely loving my FaceGym membership - the facials are always amazing and the care and attention of each therapist is really amazing. I recently had a case of having to reschedule my facial due to illness and Madeline was absolutely amazing. She was compassionate, understanding, flexible and kind. If only all customer service was this good, thank you Madeline!

I had an incredible experience at FaceGym in Kings Cross. The workout felt unlike any other facial I've had, leaving my face rejuvenated and completely eliminating puffiness. My facial therapist was informative and helpful, clearly explaining the workout process. Since then, I've committed to my FaceGym journey and can't wait to see more results!

From the time you walk in you feel relaxed. The salons have such a calming vibe and the staff are a credit. I do not live in London so I cannot visit as often as I would like but after my first treatment (almost 3 years ago) I now use the Face Gym Hydro Bound and Supreme Restructure as well as the youth roller and facial ball. My skin has never looked so good and every time I go to London (normally every 3 months), the first thing I do is book a Face Gym session. Tell me where else you can walk straight out of a clinic after having had a treatment and look so refreshed you can spend the rest of the day wondering about without any make up on. Face Gym is genius...Just come to Dorset Please!!!

I had the most amazing treatment at face gym Chelsea, I feel 10 years younger and absolutely loving life. Customer service was 100% when I was unsure of work out procedures and sent over all the information.
Would definitely recommend

I had an issue with locating one of my gift vouchers and Madeline from the customer service team was very helpful in sorting it out for me - thank you!

Fantastic experience, will be back!

Great professional service! Will definitely keep coming back!

Team is fantastic had a great workout! Can’t wait to come back!

They have been horrifically difficult to cancel my membership. Like, stopped replying and continued to charge me, and debited a credit card they were not even authorized to use in the first place

You cant go in there to get help, the actual studio knows nothing. You can ONLY email, its been going to London presumably, so you deal with the time change. And then they wont let you cancel!!!